About

FYIs

Extra Advantages

CMSCOM has received the “AWARD OF EXCELLENCE, 13 Years In A Row” by the Association of TeleServices International (ATSI), 2015

ATSI is the industry’s trade association for providers of telecommunications and call center services including telephone answering and message delivery across North America and the UK. Independent judges are contracted by ATSI to evaluate message services over a six-month period. The criteria for scoring include:

courtesy

response time

accuracy

overall service

As a result of our annual wins since 2003, CMSCOM has achieved permanent Triple Diamond status.

Thanks to Voice over Internet Protocol (VoIP), you can make and receive calls wherever you have access to an internet connection: at your desk or on the road. But, what if you are on a call and cannot answer?

VoIP-enabled service from CMSCOM

Through VoIP-enabled service, we provide clients a seamless, flexible option that ensures every call is answered within 16 seconds, every time.

Here’s how our service works:

From there, our traditional services kick in. We can take a message, book an appointment, take an order, update a trouble ticket, input data into a CRM package, or whatever else you need so you can stay on top of your growing business.
We can integrate with any VoIP system. For more information, contact us at: info@cmscom.net or call 1-800-868-2080.

We are located in the friendly confines of the greater Savannah, Georgia area — the Hostess City of the South. Our team of customer service representatives works from our headquarters in Savannah and our satellite office in Richmond Hill, both providing warm greetings to callers from all over the country.

Testimonials

Tamara’s Story

“A few years now. Actually, it feels like they have always been with us!”

What made you decide on hiring an answering service?

“We were originally looking for a service for off hours. We have a lot of clients calling at that time and we were missing calls. We needed an emergency back up. Pretty soon, we started using CMSCOM 24/7.”

Why did you choose CMSCOM?

“Professionalism. Price. Flexibility. Attention to detail. And frankly, their personal attention. Sometimes you just want to talk to another person. It’s been fun.”

How was the set up and training with CMSCOM?

“We came up with the narrative (script) so the person answering our calls can ask the right questions. We developed the verbiage and gave it CMSCOM. Then we had a few test calls. They did a great job training the team. We haven’t had any issues.”

What are the benefits you are seeing within your firm?

“Basically, it’s a peace-of-mind factor. (Before CMSCOM) all we were doing was answering phones rather than doing our work. We had started with just ‘after hours’/holiday coverage. Then, as we expanded and grew we increased that to 24/7 coverage. Now, if we can’t get to the phones or our front desk person is busy, we know that someone is going to get it. We’ve found it is better for CMSCOM to take the call. Particularly if it is a new client; we want to be sure to get them onboard. And CMSCOM knows how to do that.”

Finally, do you have any TOP TIPS for other firms or small business on how to take full advantage of CMSCOM services?

“If you need any help with your answering needs, just ask them. We’ve had some unique situations and needed some extra help working through the issues. CMSCOM had solutions.

Laurie’s Story

“Many times prospective customers were attempting to contact us beyond normal business hours: either late at night, early in the morning and on the weekends and we did not want to miss those calls.

We also have one published incoming line, so if my office manager is on the phone, it rolls over to the call center. I prefer to have customers speak directly to a person to alleviate ‘phone tag.’

The call center is booking our leads, which is also awesome for all the reasons mentioned. Plus if you call a prospect as soon as the lead is received, chances are they are still at home and you can reach them in person. Ultimately, this adds up to better and faster customer service – and more appointments booked.”

Was it easy to get started?

“CMSCOM worked with me to set up the call center using our Google calendar. It was seamless! Of course with any new system, there can be glitches but the CMSCOM team was always more than willing to help. We gave them the script and they stick to it. We’ve changed the script a few times as we’ve discovered what works better for our customers.”

Do you think you are booking as much or more with Appointment Desk?

“We’re booking more because customers reach us the first time and there is no voicemail back and forth. It definitely helps our business and results in more appointments booked.”

What kind of feedback are you getting from your clients?

The feedback has been positive. We recently changed the script to say that customers have reached our “call center”. It let’s the customer know the office is currently on the phone and helps them to know who they’ve reached so they can either leave a quick message or book an appointment.

What’s your Top Tip for getting the most out of Appointment Desk?

“I would say work with the CMSCOM team on the script. Be specific on what you want them to do and they will do it. They have great forms for you to fill out that will give the information they need to help you…so take the time to fill these forms out in detail.

Cedric and Rita’s Story

“We were getting a lot of calls and trying to multi-task…just trying to service our customers who were contacting us and we did not want to disappoint them.

With CMSCOM, the phone calls were being answered or followed up immediately. But the incoming emails (through the corporate website) would be put off. We have a large service area and there was just so much coming in. We couldn’t always get to those email leads as quickly as we wanted.

When Rita and I heard about the opportunity (to try Incoming Lead), we were ecstatic. We saw it as an opportunity to get all those leads and get CMSCOM to follow up on them immediately. Given we already had Appointment Desk established, it was a natural fit. And it has really created continuity and consistency for how we follow up on all the leads that flow in, regardless of where they originated.”

Was it easy to get started?

“It was streamlined. CMSCOM is very thorough. The set up led off with the survey, which was great because they had an idea about what we really wanted. And the training was focused on addressing questions; showing us how to unleash the benefits.”

What are your results?

“Because CMSCOM is there, it feels like we are answering everything. It feels like we are getting the advantage of more bookings.”

What kind of feedback are you getting from your clients?

“Since we don’t miss a call and we don’t miss a confirmation of an appointment, our clients all seem more welcoming when we come to their house. When we arrive, they recognize us as professionals.”

Do you have a Top Tip for getting the most out of ‘Incoming Lead’?

“Yes. Work with the CMSCOM team to incorporate zoning as part of your scheduling strategy.”

Shannon’s Story

“Since 2013, we’ve been using the Medical Call Processing services during our lunch hours, after hours and those Holidays that our Practices are closed.”

What made you decide on hiring a CMSCOM?

“Our Practices needed some way for our patients to be able to reach us for certain concerning/emergency issues. But, we didn’t need support for routine calls…those could wait until our offices reopened. We also needed to find a solution to decreasing the number of calls our Providers actually received.”

What are the benefits you are seeing within your firm?

“CMSCOM has been wonderful at ‘triaging’ all calls to our Practices, according to our Provider Profile. It has enabled the number of actual calls to our Providers to be at a minimum (so they can focus on care).”

Finally, how is your overall experience working with CMSCOM?

“They great to work with. The General Manager makes adjustments to the call schedule/profile very quickly (same day) if needed and verifies information if there are any questions before making changes. The agents I’ve had pleasure of speaking with have also been phenomenal!

They all seem to enjoy their work. I’ve never felt like we were a bother.”

All our critical components are located in a hardened data center, one floor above the NASA/NOAA servers. Our emergency backup system maintains power and ALL critical components are protected so there is ZERO down time. Additionally, we have a second office, along with a remote plan, to guarantee consistent answering coverage regardless of ANY natural disaster that might impact our home office.

In order for CMSCOM to answer an existing business or residential phone line, simply forward your phone to the answering service using the “call-forwarding” feature provided by your telephone service provider.

If you do not have a business number, we can provide you with one to use on your business cards, advertising efforts, etc.